---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Set up MS Teams

# Set up Microsoft Teams as a contact method for an on-call
escalation {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Enable users to receive Microsoft Teams notifications for an on-call
escalation.

## Before you begin

User should have Microsoft Teams user credentials.

Role required: admin

## Procedure

1. Ensure that your ServiceNow instance is configured for Conversational Integration with Microsoft Teams and the IT Service Management integration with Microsoft 365 plugin (sn_now_teams_it) is active.  
   For information on Virtual Agent permission policies, see [Manage Now Virtual Agent permission policies](https://www.servicenow.com/docs/access?context=disable-now-virtual-agent-ms-teams&version=australia&pubname=australia-employee-service-management&ft:locale=en-US).
2. Select Microsoft Teams as your preferred notification channel while defining the escalation settings for a user group.  
   For information on escalation settings, see [Escalation and reminder settings for rosters](https://www.servicenow.com/docs/GNmShtu5OEHAwDLOfx7iVg "Use the escalation settings to specify how and when escalations occur and when reminder notifications are sent.").
3. For the required user group, create a trigger rule that uses the On-Call: Assign by Acknowledgement trigger workflow.  
   If a user or shift manager sets the preferred contact channel as Microsoft Teams, a notification is sent to the user in Microsoft Teams along with the actions that a user can perform.

   For information on creating a trigger rule, see [Create an escalation trigger rule](https://www.servicenow.com/docs/vVvAW~y1bVTejok_L7k1ww "Create a trigger rule to specify both the conditions under which an escalation process should begin and the actions (workflow or script) to perform for the escalation.").